As appraisers, we all encounter moments where our work is called into question. Whether it’s a misunderstanding or simply a client’s disagreement with the valuation, how we handle these situations can greatly impact the outcome of the conversation—and even our professional reputation. It’s easy to get defensive, but in those moments, maintaining professionalism and prioritizing customer service is essential. Recently, I had an experience that reminded me of the importance of handling client concerns with care and patience.

 

In a recent appraisal for a divorce case, I provided the property’s value as of the date of filing in 2023. Shortly after submitting the report, I received an email from the client saying my valuation was too high. The reason? They questioned why I had included a new roof, which had been added just a few months prior. My initial reaction was frustration, and I couldn’t help but think, “Did you even read the report? You probably just glanced at the value and the front photo.”

 

As tempting as it was to respond immediately, I knew better than to react out of irritation. Instead, I decided to wait until the next day to cool off, understanding that both the client and I were likely feeling a bit annoyed. This moment of pause gave me time to approach the situation with a clear head.

 

When I finally replied, I kept it professional and customer-focused. I acknowledged their concerns, writing, “I understand you disagree with my valuation, and I’d be happy to go over the appraisal with you. Feel free to call me anytime.” Then, instead of diving into an argument, I calmly pointed out exactly where in the report it stated that the roof was *not* included, and referenced the relevant pages for clarity.

 

The client’s response? “I understand now, thanks for responding and addressing my concerns.” A simple, calm conversation had diffused the situation and led to a better outcome for both of us.

 

Conclusion: Keep Your Cool and Lead with Service

 

In any profession, it’s normal to encounter disagreements or concerns from clients. But how you respond—whether with frustration or professionalism—can make all the difference. When you pause, take a breath, and lead with customer service, you not only resolve the issue more effectively, but you also build stronger, more trusting relationships with your clients. Remember, every interaction is an opportunity to demonstrate your professionalism and commitment to quality service. And in the long run, that approach will always pay off.

 

If you want to learn more, check out our latest podcast at https://rss.com/podcasts/brews-appraisal-views/1717441. For more information about joining the 600+ members of the Appraisal Referral Network, visit referappraisals.com.

 

Dan Lindeman

Appraisal Referral Network



As appraisers, we’re constantly navigating various forms of influence and pressure (Cue Under Pressure by Queen) Whether it’s a lender pushing for a quick turnaround, an agent trying to nudge you toward a contract price, or the pressure to keep the business flowing, it can be tough to manage. This week, I want to discuss how to handle situations where a client attempts to influence or pressure you, and share how I personally deal with these challenges.

 

I’m currently working on a couple of divorce assignments for a new family law attorney. This is probably my third or fourth assignment with their office. The cases involve two houses—one occupied by the husband and the other by the wife. During our conversation, the attorney mentioned, “I need the husband’s property value to be high and the wife’s to be low.” 

 

Now, some appraisers might see this as unacceptable and choose to withdraw from the assignments, which is entirely valid, and I support that decision. However, I take a different approach. I see this as an opportunity to educate my client to prevent future misunderstandings. I explained to the attorney that my role is to remain independent, impartial, and objective. The market data will dictate the values, and it’s not my job to ensure that the results favor their client. If they’re looking for an appraiser who can be influenced, that’s not me. 

 

I didn’t worry about how the attorney might react. If they decided to find a new appraiser, I would simply add them to my “Do Not Accept” list. But if they understood my stance, we wouldn’t face this issue again. In this case, the attorney accepted my point, and we moved on.

 

I apply the same approach when dealing with one spouse who might be standoffish because I was hired by the other. I make it clear that I’m independent and the value will fall where it may, whether it benefits them or their ex. This usually helps open up the conversation.

 

As appraisers, we’re always the neutral party, and it’s our responsibility to rise above any pressure to maintain our independence, impartiality, and objectivity. Often, clients may not fully understand what an appraiser does or what’s appropriate to say during the process. It’s up to us to educate them on what is and isn’t acceptable. So, the next time a client or customer tries to influence you, how will you respond?

 

If you’re interested in connecting with local appraisers and generating additional income, consider joining the Appraisal Referral Network at ReferAppraisals.com—membership is free. Additionally, if you’re looking for practical strategies to grow your non-lender business and break free from lender pressure, we’re here to support you.

 

Dan Lindeman

Appraisal Referral Network

ReferAppraisals.com